Required Language: English and Local
L1 Desktop Support Engineer
1-3 years’ experience in IT infrastructure support, troubleshooting hardware, software, and
operating system issues. As a Level 1 engineer, you will resolve issues while adhering to hardware
warranty and customer security compliance standards.
Hardware Support & Troubleshooting:
- Hands-on experience in installing, troubleshooting, and repairing desktops, printers,
laptops, and other computer peripherals. (Monitors, keyboards, mice, printers, fax
machines, scanners)
- Ability to lift and move equipment weighing up to 50 lbs.
- Provide Smart Hands support for peripheral and networking hardware, including routers,
switches, firewalls, racks, and cabinets. Smart Hands activities involve performing
physical tasks on-site while following instructions from senior engineers or remote
technical teams, or by adhering to predefined procedures. Level 1 deskside engineers are
expected to execute these tasks as directed but do not engage in configuring or
troubleshooting complex network infrastructure, which is escalated to Level 2 engineers
as needed.
Software & OS Support:
- Experience to follow instructions for installing and troubleshooting desktop applications.
- Skilled in desk-side support and PC break/fix, with basic administration of Windows
- operating systems.
- Assist with anti-spyware and anti-virus software, including troubleshooting installation
- issues.
- Basic support for iOS/Android tablets, assisting with configuration and troubleshooting.
- Assist with software and operating system deployments using tools such as MSCM,
- WDS, or MDM solutions to install Microsoft Office, antivirus software, and company specific applications. Level 1 deskside engineers support these deployments by following
- established procedures but do not take ownership of or troubleshoot enterprise
- deployment failures, which are escalated to Level 2 engineers when necessary.
- Active Directory & Identity Management:
- Assist with basic user account management tasks in Active Directory, including password
- resets, account unlocks, and adding users to existing groups. Level 1 deskside engineers
- perform these routine tasks but do not engage in more complex account management or
- troubleshooting, which is escalated to Level 2 engineers as required.
- Assist with access permissions and escalate issues as needed to senior teams for
- complex Active Directory problems.
- Level 1 deskside engineers are not expected to troubleshoot complex security, firewall, or enterprise software issues
- Network & Connectivity Support:
- Basic knowledge of enterprise LAN and WAN setups, with the ability to troubleshoot
- simple connectivity issues.
- Familiarity with TCP/IP, DNS, DHCP, VPN, and RDP.
- Basic wireless network troubleshooting, including using diagnostic tools (ping, ipconfig,
- Wi-Fi analyser).
- Certifications:
- CompTIA A+ or equivalent entry-level IT certification (or acquired during employment).
- Basic awareness of ITIL processes, including Incident, Change, and Problem
- Management, Service Requests, and spare/buffer stock management.
- Customer site-specific certification may be introduced during induction.
- Competency Requirements:
- Strong written and oral communication skills with clients and management.
- Excellent people skills for effective interaction with users and teams.
- Ability to meet deadlines and manage tasks efficiently.
- Strong deductive reasoning skills for troubleshooting issues.
- Capability to work independently with minimal supervision.
- Support of computer networks, as directed by senior technicians or service desk support.
- Proficient in ticket handling, adhering to client requirements.
- Languages:
- The Desktop Engineer must demonstrate B2-level proficiency in both English and the relevant
- local language, as certified by the Common European Framework of Reference for Languages
- (CEFR), to ensure effective communication with end users and stakeholders. Higher proficiency levels, including mastery or native fluency, may warrant a rate adjustment.
Job Type: Full-time
Work Location: In person